Trends analysis: Anti-coagulation service

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Summary of report content

Healthwatch Croydon engaged with 118 service users, which were held between 24th April to 20th May 2016. The work was done as part of a trend analysis of the patient experience, and of a programme of engagement on anti-coagulation services. The engagement events were held in several clinics in Croydon. The report identifies a number of key issues. Patients are satisfied with Waiting Times, Staff Attitude and the overall Quality of the service. Healthwatch Croydon observed that most patients were seen within ten minutes of arrival, and regardless of their appointment times. Sentiment about Catchment/Distance is also broadly positive, while marginally negative on the waiting Environment/Layout, according to comments. Sentiment is positive at most clinics, while broadly so at Queenhill Medical Practice and marginally so at Boots Purley. At Purley, although patients were seen within their appointment time, we did observe some having to stand while waiting. The report does not make any recommendations

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General details

Report title 
Trends analysis: Anti-coagulation service
Local Healthwatch 
Healthwatch Croydon
Date of publication 
Monday, 25 April, 2016
Date evidence capture began 
Sunday, 24 April, 2016
Date evidence capture finished 
Friday, 20 May, 2016
Type of report 
Key themes 
Booking appointments
Building and facilities
Communication between staff and patients
Service delivery organisation and staffing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
Unstructured Interview
How was the information collected? 
Visit to provider

Details of health and care services included in the report

Community services 

Details about conditions and diseases

Conditions or diseases 
Blood and immune system conditions

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.